General Manager

Are you a customer service leader?

Do you want to work in a position that will provide significant fulfillment? Would you like to join an energetic team who is committed to collectively enhancing the lives of seniors in our community?

The General Manager is expected to perform a variety of duties related to client care and service delivery in addition to managing a team of employees who contribute to the day to day operations. The General Manager is responsible for the overall health of the organization and culture within the office. This will be accomplished in many ways but primarily through supportive leadership where the GM is continuously coaching and mentoring the team, setting good examples of service excellence, behavior and positive attitude.

As a Home Instead employee, you receive:

- Job Training - extensive initial and on-going training
- Work Local - serve seniors in your community of Kitchener & Waterloo
- Personal Satisfaction - make a difference in someone's life
- Social Environment - gives you the opportunity to meet new people, develop meaningful relationships and work cohesively as a team
- Growth Opportunities -grow your career in a high quality organization
- Incentives - competitive plan to reward continued growth in metrics

Essential Job Function:

- Accountable for providing the highest level of quality service to all CAREGivers, clients and family members by effectively managing the service delivery if not exceed our customers needs through commitment to service excellence
- Responsible for expanding and driving all aspects of the business through development of a culture revolving around continuous improvement, mentorship and growing the company reputation in the community
- Accountable for all aspects of business development resulting to sales growth
- Responsible in managing the recruitment function and ensuring a quality workforce consisting of certified individuals such as PSW's, CAREGivers, International Nurses
- Accountable to ensure a robust quality assurance program and identify areas of opportunity to increase service hours, selling in a service culture and develop strong relationships with Referral Providers in our community
- Develop and manage the annual franchise operational plan and budget
- Ensure all key business indicators are met or exceeded including sales growth, CAREGiver to client ratio, conversion closes, client and CAREGiver satisfaction and CAREGiver turnover.
- Develop and maintain all critical numbers of the business following reporting structure to the VP of Operations
- Manage outcomes of all department activities and direct changes that will drive achievement of operational goals
- Conduct weekly meetings with team to allow cohesive plan of actions
- Partake in weekly one on one meetings with each staff members to manage accountabilities, performance, coaching and growth opportunities
- Develop on-going 12 month strategic plans contributing to growth of the business
- Execute sales process driven by strategies with analytics of successes, diagnosis, preparation, etc
- Assist in managing Client Care Coordinators to ensure they are maintaining on-going communication and a consistent follow up schedule for families who have yet to commit to service
- Embrace the new client nurturing process and ensure it's effectiveness
- Manage all Service Coordinators to ensure coordination of various aspects of client care and ensure an ideal CAREGiver has been selected for the work assignment

Additional Responsibilities:

- Be available to travel and attend certain Home Instead training and work events annually
- Must demonstrate effective ability to maintain confidentiality of information
- Must demonstrate discretion, integrity and fair mindedness consistent with company standards, practices, policies and procedures
- Must demonstrate effective interpersonal skills, ability to work independently, good working relationships with colleagues, rationality and decision making skills
- Generate new and creative approaches to problems or original modifications to established approaches
- Other duties as assigned by the Vice President of Operations
- Reports directly to the Vice President of Operations

**Requirements**:

- Must have a valid drivers license, possess valid car insurance, and have full time access to a reliable vehicle
- Post Secondary Education preferred
- Sales experience would be beneficial
- Employment will be conditional until a clean Vulnerable Sector Check is produced

Home Instead requires proof of full vaccination against COVID-19 from all employees, with the exception of those who require accommodation under applicable human rights legislation.

**Job Types**: Full-time, Permanent

Pay: From $70,000.00 per year

Additional pay:

- Bonus pay

**Benefits**:

- Company events
- Dental care
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care

Flexible language requirement:

- French not required

Work Location: In pe